a portfolio by bernice wong
We worked with the Veteran’s Experience Office and the Veteran’s Hospital (VHA) to address a high rate of missed appointments at their women’s clinic in Manhattan. Using the IDEO design process, our team of six prototyped a variety of solutions to address transportation, wayfinding, and communications pain points occuring throughout the service journey.
We began by researching military culture, conducting interviews with veterans (those who do and do not use VHA services), VHA doctors, administrators, and staff, as well as other experts. Analyzing our findings in conjunction with supplementary research allowed us to form insights and design principles, which we used to guide our final proposals.
Access to transportation is a key issue for women veterans, many of whom must juggle daily obligations while experiencing difficulties with mobility or mental health resulting from their time in service. As such, we sought to partner with rideshare and carpool companies present in New York: Uber, Lyft, Juno, and Via. After meeting with a representative from one of the companies, we are currently working on a proposal to take this concept forward.
The women's clinic at the VHA has strived to create a safe and comfortable environment for women veterans. At times, this environment does not extend past the clinic's walls. Our team therefore proposed alternative methods to assist women veterans with wayfinding to safe spaces in the hospital, as well as to humanize the language of print and digital communications with women veterans.